Customer Service Advisor

Employer: Innovation Group

Position:Customer Service Advisor

Salary:£23,887.50 per year

Job Types: Full-time

Work location:united kingdom (Remote)

FULL JOB DESCRIPTION

This position will be responsible for communicating and liaising with third party customers, insurers, and suppliers to offer our services and negotiate claim settlements on behalf of our customer. This role requires working at a fast pace in line with guidelines to provide resolutions whilst, ensuring required standards and agreements are adhered to. The successful candidate will have a level of autonomy, whilst seeking guidance from their senior colleagues and line manager where appropriate within the escalation route.

Key Responsibilities

● Liaise with internal and external customers/stakeholders;

● Manage various elements of allocated claims from start to finish, including the offering of our services;

● Resolve disputes on liability and quantum, quantify accurately;

● Answer stakeholder queries and questions, providing excellent customer service;

● Answer inbound and outbound telephone enquiries;

● Maintain accurate and timely completion of case file notes;

● Ensure the claims management system is current and accurate;

● Follow the correct escalation route where required;

● Ensure that all client and customer’s expectations are met and exceeded;

● Adhere to service levels and standards in line with our current philosophies;

● Monitor KPIs and articulate when not on track;

● Comply with all regulatory requirements and company policies.

Selection Criteria

Educational attainment

● 5 GSCEs (including Maths and English) or equivalent.

● A-Level or equivalent

● Degree or equivalent

● Professional qualification relevant to role. Desirable

Knowledge and Skills required

● Knowledge of customer service handling with the ability to manage a broad range of circumstances.

● Ability to meet agreed SLAs, KPIs and objectives.

● Proactive in self-development and seeks feedback to improve performance.

● Ability to challenge customers professionally when required.

● Excellent communication skills.

● Self-motivated, ability to understand the customer’s needs and perspective, empathetically and professionally.

● Competent in the use of Microsoft Office (Word, Excel, Outlook, PowerPoint).

● Collaborative and results orientated.

● Ability to work on own or as part of a team.

● Knowledge and understanding of the insurance market would be desirable.

Experience required

● Customer service experience.

● Previous call centre experience is desirable.

● Previous sales experience is desirable.

Specific Requirements

● Able to work 37.5 hours per week to include working evening and weekend shifts on a rota basis.

● Flexibility to work overtime when required.

Company Values and Behaviours

We’re fresh in our thinking and we constantly look to find new ways to transform the sectors we serve. We seek to reduce the impact of unwanted events, and find new ways to enable our clients and customers to pre-empt the incident in the first place. Our aim is to take our clients and their customers beyond the expected, continually.

Adding new and exciting talent to the Group is absolutely key to our continued success. We’re a positive, can-do organisation, and we recognise that people work better when work is fun – we want them to enjoy every day. Our people are our biggest asset, and we encourage fresh, creative thinking to drive our innovative outlook and market-leading solutions. We all strive to create an ethos in which initiative and great ideas can get ahead.

We invest heavily in our people so they can enjoy continuous development. Ours is a people business, and it’s people who make the difference. We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.

● Together we’re stronger – It’s important to be collaborative. We all work better when we work together as one team. Trust in yourself and your colleagues around you. By working as one we will always be able to achieve more.

● Can-do – We’re a proactive, can-do organisation. We actively create a positive and happy place to work and are a great organisation to be part of. We recognise that everyone works better when work is enjoyable. We believe anyone can make a difference.

● Above and beyond – Feel empowered to innovate and inspire those around you. We look to challenge convention and consistently strive to make a positive difference. Go above and beyond what people thought was possible to surpass expectation.

● Customer first – Customers are at the heart of our business. We aim to shape and affect people’s lives for the better. Our focus of people-powered by technology gives us complete clarity of vision. Improving the customer experience means everything to us.

Benefits:

● Company pension

● Cycle to work scheme

● Health & wellbeing programme

● Life insurance

● Private dental insurance

● Private medical insurance

● Referral programme

● Work from home

Experience:

● Customer service: 3 years (required)

● Sales: 2 years (preferred)

Work Location: from home

APPLICATION PROCESS

If you’re interested in this role, check out more information on the OFFICIAL WEBSITE HERE and apply now!!